NC FAST Leadership Summit Update

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North CarolinaDepartment ofHealth & Human Services

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NC FASTLeadership Summit

UpdateApril 22-23, 2013

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Agenda Project Update Project Schedule Spotlight Topics:

Conversion Update Feedback from County Testing Participants Training Update System Administration Approach County Readiness Update

Questions and Answers

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Project Update

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P1 Update

All counties have been fully converted to process FNS cases in NC FAST Many counties are still working through the case conversion process Supported 724,971 issuances for active FNS and SNAP cases in March,

representing approximately $700M in FNS benefits issued since go-live Received over 21,400 Help Desk tickets for NC FAST production from

counties since go-live of which over 20,900 have been responded to and closed

Of the outstanding tickets, 127 are awaiting customer feedback, 90 are awaiting a defect resolution, and 303 are in an Open status.

Working to address open ticket backlog NC FAST continues to provide On-Site Support (OSS) to assist counties

through the transition Working to consolidate NC FAST Help Desk operations at the NC FAST

project site

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P2&6 Overview

Detailed Design is complete System development is well underway and is targeted to be completed in

April Testing team has identified 5,335 scripts that must be executed prior to

P2&6 pilot launch Have worked 1,865 scripts - at a lower defect rate than P1 21 county staff are participating in testing activities User Acceptance Testing (UAT) will take place in May-June and will involve

the testing of end-to-end scenarios to confirm the system can accurately process cases

UAT will include time for unstructured testing Exploring the possibility of having a satellite UAT testing location in

Catawba County

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ePASS Update

ePASS electronic submission for FNS applications is now available Each county should subscribe appropriate workers to the following two work

queues: Online Application Received Withdrawal Request Created

NC FAST will query county work queue assignments for these two queues to confirm users have been assigned to watch for online application submissions

Citizens will need an NCID to submit ePASS applications and will be able to register for an NCID as part of the ePASS application process

Digital “signature” for an ePASS application will consist of: NCID entry Typing full name Selecting a check box associated with an attest statement

Public-facing communication materials will be made available to support local PR about ePASS availability; no state-level PR is planned

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ePASS Home Page

Supports application submission now; will eventually support recertifications,

changes, and notifications to citizen

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ePASS Log-in Page

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Current Applications Page

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Select Application Page

Supports electronic submission of FNS application; Medicaid apps must still be mailed/faxed/dropped-off

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ePASS UpdateApplicant Details Page

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ePASS UpdateApplicant Details Page (cont’d)

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ePASS UpdateElectronic Application Submission

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Current Applications Page

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ePASS UpdateApplication Withdrawal

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Document Management Update

Attaching images available at Project 2 and 6 pilot Images will be able to be attached in the following places:

Person and Prospect person Application Integrated case Product delivery case Evidence/verification screens

Any type of file will be able to be attached Guidelines will be issued that will address:

1. Which documents should be scanned 2. Where images should be attached3. Recommended image resolutions

Integration with county document management solutions will be provided Design guidelines will be issued in May/June A webinar will be conducted that will review the interface design No date has been established for when the interface will be available

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Application

Application

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Person

Person and Prospect Person

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Integrated Case

Integrated Case

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Product Delivery Case

Product Delivery Case

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Evidence Verification Item

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Project 7 Update

Participating in ongoing Centers for Medicare and Medicaid Services (CMS) webinars and calls

Conducting joint application design (JAD) meetings Reviewing detailed designs Coordinating with federal partners:

Incorporation of MAGI rules into system design Test planning

Continuing preparations to initiate development of P7 functionality once designs are approved

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Project 3 Update

Scope: Child Care, LiEAP, CIP With deferral of Project 4 (Child Protection), Project 3 is being moved up Expected initiation of Project 3 is fall of 2013

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Project Schedule

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Implementation CalendarSun Mon Tues Weds Thurs Fri Sat

2 3 4 5 6 7 8

9 10 11 12 13 14 15

16 17 – Pilot Go-Live and First Soft Launch

18 19 20 21 22

23 24 25 26 27 28 29

June

Wave 1 – Primary Pilot Training


Wave 1 - Pilot Training Recovery

Final Prep for Pilot Training Delivery

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30 1 2 3 4 – State Holiday

July 4th

5 6

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 29 30 31 1 2 3

July

Wave 1 - Training Delivery


Wave 1 - Train-the-Trainer



Wave 1 - Train-the-Trainer

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4 5 – Second soft launch

6 7 8 9 10

11 12 13 14 15 16 17

18 19 – Third soft launch

20 21 22 23 24

25 26 27 28 29 30 31

Aug

ust







3

3030


1 2 – State Holiday

Labor Day

3 4 5 6 7

8 9 – Pilot Hard Launch and Fourth Soft Launch

10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

Sept

embe

r





Wave 2 - Training Recovery



4

5


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29 30 – Fifth and Final Soft Launch

1 – ACA Milestone

2 3 4 5

6 7 8 9 10 11 12

13 14 15 16 17 18 19

20 21 - Hard Launch Group 1

22 23 24 25 26

27 28 29 30 31 1 2

Oct

ober

Wave 2 – Train-the-Trainer




Wave 2 – Train-the-Trainer

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3 4 5 6 7 8 9


Veteran’s Day

12 13 14 15 16

17 18 – Hard Launch Group 2

19 20 21 22 23

24 25 26 27 28 – State Holiday

Thanksgiving

29 – State Holiday 30

Nov

embe

r





7

3333


1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 – Hard Launch Group 3

17 18 19 20 21

22 23 24 – State Holiday 25 – State Holiday

Christmas

26 – State Holiday 27 28

29 30 31 1 – ACA Milestone

2 3 4

Dec

embe

r

Training Down Week



Training Down Week

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Training Down Week

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5 6 7 8 9 10 11

12 13 14 15 16 17 18


MLK Day

21 – Hard Launch Group 4

22 23 24 25

26 27 28 29 30 31 1

Janu

ary




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2 3 4 5 6 7 8

9 10 11 12 13 14 15

16 17 - Hard Launch Group 5

18 19 20 21 22

23 24 25 26 27 28 1

Febr

uary Wave 2 - Training Delivery


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Conversion Update

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Conversion Approach Soft Launch

Will convert history for persons on closed cases Converted several times through soft launch period Conversion of persons will also result in creation of closed Integrated Cases;

will not close active FNS cases if the person is already receiving FNS benefits We will create an Integrated Case for individuals that have Work First Time

Limit History, had received legacy benefit diversion in the past 12 months, and/or have a family cap exemption – assuming these individuals are not already on an active FNS case in NC FAST

Hard Launch Monthly conversions between September 2013 and February 2014 All active cases and pending applications will be converted as well as 10 IE

segments and any providers stored in EIS If an EIS case is converted and an NC FAST case already exists for the case

head, then the product delivery cases will be inserted under the existing integrated case and the existing NC FAST case owner will be the owner of the converted product delivery cases

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Who will be converted at Soft Launch?

The individual’s latest case must have been in a county that is getting soft launched

The individual cannot be on an active case If the individual is deceased, then the individual will be converted if they have

been dead for less than a year The individual cannot have a pending Work First check in EIS The individual cannot be on a pending application The individual must be in CNDS The individual must have one of the following:

Had an Individual Eligibility Segment within the past 10 years Had a Work First Tracking record Had completed Vocational Training (Work First) hours Had completed and countable Job Search hours (Work First) within the

past 12 months Had completed Excused hours (Work First) within the past 12 months Had completed Holiday hours (Work First) within the past 12 months

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Testing Update

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Testing Feedback

“Being part of P2&6 testing has been very exciting. I do not have much experience with NC FAST so being part of the testing team has shown me what NC FAST is going to be capable of accomplishing. NC FAST is so beneficial for everyone that is involved with it, clients and caseworkers alike.”

Shannon MyersJohnston County

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Testing Feedback

“I’ve always thought of myself as a person who is open to change (considering I change my hair style every few months), however I was not too eager to learn the NC FAST system. Being a tester for the P2&6 test team has been a learning experience. What would I say about NC FAST: It’s change, It’s different, it’s LEARNABLE.

NC FAST will help us as caseworkers be more knowledgeable about the agency services we provide as well as enhancing our skills to offer excellent customer service to our customers.”

Portia HesterDurham County

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Testing Feedback

“At first, I was scared of the new system (NC FAST) but was very amazed how fast I learned to take and process applications and reviews. I am now in Raleigh working with the P2&6 Testing Team and getting to see more of the big picture. Honestly, I do believe that both the clients and agencies will benefit from NC FAST.”

Deidra HillJohnston County

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Training Update

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Training Update

Training team is busily working to develop Project 2 & 6 training Due to migration to Universal Worker model, P1 users and new P2&6 users

will receive P2&6 training Reception, inquiry only, and supervisor content will be delivered via WBT

With incorporation of P1 users into the training population, the number of concurrent classrooms is being increased

We need to find suitable classrooms! Let us know if you have facilities

The project team will be delivering some classroom training virtually Still defining specific approach and required logistics Provides participants greater scheduling flexibility; no travel required Content fully mirrors conventional classroom delivery Exploring this training approach as a means to support ongoing new

worker training and perhaps Project 3 deployment (Child Care, LIEAP, CIP) Distance learning is being overhauled – a complete Moodle redesign

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New NC FAST Moodle Home Page

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Listing of required courses based on user

profile

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Course detail page showing course overview and

objectives

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Screen detail showing a typical distance learning scenario

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System Administration Update

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System Administration Update

The NC FAST is exploring how best to go about configuring each county’s organization structure

Counties will be responsible for entering users into the system Given the fluidity of each county’s organization structure, there will be a

milestone prior to each county’s soft and hard launch date to firm up the organization structure

Once each county’s organization structure is configured, it will need to remain “frozen” until the soft launch and hard launch milestone is reached

Lock period should not exceed 1 month prior to each milestone Correct configuration of the organization structure is vital for dashboard

reporting and workflow to work correctly Readiness Liaisons will work with County Champions to map EIS District

Worker Numbers of NCIDs to support case conversion for Hard Launch NC FAST will make available updated System Administrator reference

materials that spotlight known problem areas based on Project 1 experience

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New User Roles

Work First Employment Services Worker Transportation Coordinator Transportation Auditor

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New Work Queues

Medical Assistance Program Freeze - This will be used for all applications that were originally denied due to a Medical Assistance Program Freeze and have been re-activated when the freeze ends.

Medical Assistance Courtesy Application - This will be used to transfer a courtesy application to the correct receiving county.

SDX Exception - This will be used to resolve SDX exceptions that have been created. An SDX worker would have to resolve these exceptions by pulling the task from the queue.

SDX Case without Owner Task - This will be used for tasks created on SDX cases without an owner.

Mail/Electronic Presumptive Eligibility - This will be used for presumptive eligibility applications.

Start Disability Determination - This will be used for the Start Disability Determination tasks that will be sent to this queue for DDS workers to assign to themselves and start disability determinations.

LIS Application - This will be used to notify workers of LIS applications. LIS Exception - This will be used to resolve LIS exceptions. Pending Referral Work Queue - This queue will hold tasks created when an Eligibility worker

generates a referral for an Outcome Plan.

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County Readiness Update

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New Liaisons

(L to R) Melanie Luques (P7 Liaison), Denise Eggleston (County Liaison), and Colleen Neace (P7 Liaison)

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County Readiness Update

9 Town Hall sessions conducted 13 Foundation Workshops conducted Readiness Assessments will soon begin

Two assessments: 1) pre soft launch and 2) pre hard launch Readiness Assessment instrument has been extensively updated Assessments will be conducted jointly by Readiness Liaison and

Program Reps Staffing:

2 Project 7 Liaisons have joined the team – 2 more to come 1 County Liaison has joined the team

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Questions and Answers

NC FAST Leadership Summit Update

Documents

Transcript of NC FAST Leadership Summit Update